complaints procedure

We, at Arrow Risk Management, are committed to ensuring that we have effective and transparent procedures for the reasonable and prompt handling of complaints.

This will ensure that all complaints are properly investigated and resolved appropriately.

We recognise that the proper handling of complaints will not only improve the customer’s experience but can contribute to the success of our business.

Identifying complaints and understanding the underlying causes can also provide our business with valuable information to improve products and the service provided to customers.

For the purposes of this procedure, a complaint is defined as “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service.

To make a complaint, you can use the following methods of communication:

By email:

By post:
Chief Operating Officer
Arrow Risk Management Limited
34 Lime Street

As Arrow Risk Management acts on behalf of insurance companies and Lloyd’s Syndicates, we will promptly report all complaints to the Lead Capacity Provider/Managing Agent.

We will then, in conjunction with the Lead Capacity Provider/Managing Agent, handle the complaint using the following stages and timelines:

Acknowledge the complaint within 3 working days of receipt and provide you with the relevant information leaflet(s) “Your Complaint – How We Can Help” and/or “How We Will Handle Your Complaint”.

If following an initial assessment of the complaint it is considered unlikely that it would be resolved by the end of the third working day following its receipt, an acknowledgement letter will be sent promptly – and we aim to provide a final response within 2 weeks.

If a complaint cannot be resolved within two weeks, a letter will be sent explaining why and when a response should be expected – which should be no later than four weeks from receipt of the original complaint.

Where there are reasonable grounds to be satisfied that another respondent may be solely or jointly responsible, we will inform the Lead Capacity Provider/Managing Agent. In the event of Lloyd’s capacity, the Lead Managing Agent will advise Lloyd’s directly – promptly providing the reasoning and the respondent’s contact details, if known.

Where a complaint is time-barred, we will inform the Lead Managing Agent as soon as possible, who will advise Lloyd’s.

In all cases, Lloyd’s will issue a final response within eight weeks.

If you are not happy with the written response received from either Arrow Risk Management or Lloyd’s, then you may contact Lloyd’s directly.

Contact details for Lloyd’s are as follows:

Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Having taken this action, and should you remain dissatisfied with Lloyd’s final response, you may refer your complaint to the Financial Ombudsman Service (FOS) – provided that this is referred within six months of the date of the final response.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: +44 (0)800 023 4567